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Universal Containers has recently implemented an Experience Cloud site to allow its
customers to create and update their cases online. Customers should only be able to access the cases
where they are listed as the contact, including cases created by the their behalf. support team on
What should a consultant recommend to meet the requirement?
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an
appropriate number of issues?
Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on
cases.
What should they consider before implementation?
What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation
must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.
Which feature should the consultant suggest?
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